SAP Hybris Cloud for Customer SOC 2 Audit Report 2016 H1

The scope of this SOC report includes the SAP Hybris Cloud for Customer solutions as offered for the live productive customer systems that are hosted in SAP SE's data centers St. Leon– Rot, Germany and Newtown Square, USA, as well as in the co-location Sydney, Australia.

SAP Hybris Cloud for Customer

A cloud solution offered by SAP that consists of a set of solutions for sales and service teams to drive revenue growth, reduce sales cycle times, improve sales and service efficiency, and increase customer satisfaction and loyalty. All solutions are pre-integrated with SAP Business Suite for complete end-to-end business process integration, and the solutions are supported on a wide range of browsers and mobile devices. SAP Hybris Cloud for Customer is comprised of the following:

SAP Hybris Sales Cloud

Designed for sales professionals, sales partners, sales leaders, and sales organizations to help them better understand, target, engage, attract, and retain their customers throughout the end-customer journey. This drives revenue growth, and improves end-customer satisfaction and loyalty, while improving sales organization productivity. The solution allows access to latest information on customers, accounts, and opportunities. With the integrated sales analytics, companies can create reports based on their specific needs and get contextual, customer information and sales insight. Global and local teams can support each other to close deals faster by using the collaboration functionality.

SAP Hybris Social Engagement Cloud

Designed for service and marketing professionals, social media agents, call center agents, service and marketing leaders, and customer service and support organizations to help them better understand, engage, service, support, and retain their customers throughout the end-customer lifecycle. This improves end-customer satisfaction and loyalty, while improving organization productivity over multiple channels, including social media such as Twitter and Facebook. The solution offers service request management across multiple channels, service level agreements, escalation and workflow processes, telephony integration, agent cockpit, and knowledge management integration.

SAP Hybris Service Clouds

Designed for service professionals, call center agents, service partners, service leaders, and customer service and support organizations to help them better understand, engage, service, support, and retain their customers throughout the end-customer lifecycle. This improves end customer satisfaction and loyalty while improving service organization productivity. The solution offers service request management across multiple channels, service level agreements, escalation and workflow processes, telephony integration, agent cockpit, and knowledge management integration.

SOC2 reports fulfill various information and assurance needs of customers and aim to place trust in SAPs service organization systems, processes and controls. These narratives are related to the trust principles Security, Availability, Confidentiality Processing Integrity or Privacy which must be met to demonstrate a well-designed system. SOC 2 also contains details on performed tests and their results. SOC2 Type 1 covers management’s description of a service organization’s system and the suitability of the design of controls at a specific point in time, whereas a SOC2 Type 2 also includes the operating effectiveness of controls for a dedicated period of time.

SAP Hybris Cloud for Customer has regularly prepared SOC2 Type 2 audit reports by an independent 3rd party accountant. This version of the report covers the audit period 1. November 2015 to 30. April 2016, the locations in St. Leon– Rot, Germany and Newtown Square, USA, as well as in the co-location Sydney, Australia and the trust principle Security and Confidentiality.

The use of this report is restricted. A copy of this report is available for all SAP Hybris Cloud for Customer customers who had productive systems during the audit period. This report is also available for prospective customers under the signed non-disclosure agreement.